In business where selling and providing service occupy an important role, there will be scope for complaints. Complaints arise not only because of the poor quality of goods and service but also when an order is vague, there are errors in billing or mistakes in despatch and abnormal delay in fulfilling an order. A complaint letter should not be written in an angry mood of complaining and fault finding.
The purpose of a complaint letter in business is to get rectification and replacement and not finding fault with the seller.
It is the seller who has to give the guarantee and he should be willing to attend to genuine complaints with an open mind.
The best method is not to react immediately either orally or in writing. The letter should be written calmly in a matter of fact manner. Unnecessary generalities should not be made. The fault / mistake should be clearly identified. A positive action on the complaint should be demanded assertively. The complaint should not be correlated with any previous complaint.